BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). Total Value Returned Rate is a key metric that also has to be tied to customer retention.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Totango

OCTOBER 22, 2020

In fact, employing certain techniques can actually turn these issues into opportunities to deepen the client/company relationship and increase lifetime customer value. . Net Promoter Scores detail how likely a customer is to recommend a product to one of their peers.

Management 64

Management Net Promoter Score Effort Score Customer Success 64

CSM Magazine

JUNE 12, 2015

In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at every major customer touch point. Customer Effort Score (CES). You do it again and again.

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

SmartKarrot

JULY 26, 2021

Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Other ways to measure customer experience include churn rate, customer lifetime value (CLV), and retention rate. Does AI improve customer experience?

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11